The Telangana State Cyber Security Bureau (TGCSB) has implemented a new tool called Complaint Chatbot to decrease wait times and increase the efficacy of cybercrime helpline 1930 during the golden hour, when there is a high likelihood of money recovery. Telangana’s 1930 call wait time is now 5–6 minutes; the AI chatbot is anticipated to cut it down to 2-3 minutes.
Call center employees will have more time to address high-priority cases and freeze the most money before it reaches fraudsters’ wallets thanks to an AI chatbot’s collection of victims’ personal information and criminal details in non-high priority categories.
When a victim contacts 1930 in Telangana under the new system, which went live on Tuesday night, the IVR asks for their preferred language before offering them four options: 1, for reporting financial loss; 2, for complaints without financial loss; 3, for complaint status; and 4, for grievances.
The operator will not be directly contacted by users who choose to use case status and complains. Rather, they will get an SMS with a link to the complaint chatbot page where they may enter their case and personal information. After a preliminary evaluation, 1930 operators may also refer non-monetary or non-financial loss issues, including online abuse, to the chatbot during the conversation.
An SMS including a chatbot link will also be sent to victims whose calls are not answered because of excessive load. Chatbot users have the option to upload transaction evidence, such as screenshots of fraudulent transactions, to the chatbot. With a trackable reference number, the user will receive immediate confirmation on their complaint.
The call center employees now have access to TGCSB’s machine learning-powered complaint dispatch technology, Cyber Computer Aided Dispatch (CAD). This gives employees an interface via which they can manage calls, file complaints, update case progress, and resolve grievances while also seeing caller information.
“The aim is to keep 1930 call centre operatives free to answer calls of victims who lost their money just a while ago so that they can collect details and initiate communication with bankers or e-wallet operators to freeze the amount before the fraudsters pocket it,” ACB SV Hari Krishna said.
The longer the period between a money transaction with a fraudster and a police report, the lower the prospects of recovery, authorities stated.
Additionally, starting on Wednesday, the chatbot may be directly accessible in the lower right corner of the TGCSB website: https://tgcsb.tspolice.gov.in/.
Cybercrime complaints are filed here, and the AI chatbot gathers the victim’s personal information and crime details. Details of the complaint registration acknowledgement are sent to the user, and the information is then forwarded to the 1930 contact center for additional handling.
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